ViiBE Blog

APRIL 26, 2021

Customer satisfaction should be the number one goal of your contact center. These days, customer support has moved beyond mere call centers to omnichannel contact centers. In addition to phone lines, contact centers add options like live chat and video chat. Increase the lines of communication.

Tips 52

Tips Knowledge Base Virtual Call Center Contact Center 52

NobelBiz

FEBRUARY 17, 2023

One thing that can’t be disputed by call center agents and managers is the detrimental impact that angry clients have on working conditions. As a result, some agents are looking for strategies to minimize their contact with unhappy clients. We refer to this as the “call avoidance” phenomena.

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Call Center Strategy Self Service Policies 52

TechSee

MARCH 13, 2018

Smart machines will benefit from more context and data to learn from and reference in their interactions with humans. This model is especially effective when the contact center is required to handle large call volumes or highly complex calls.

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Customer Service Chatbots Virtual Agent How To 95

NobelBiz

MARCH 23, 2022

Running a successful contact center means you’re responsible for keeping customers happy and your agents performing effectively so that your company may thrive. And generating an ROI on your contact center to increase your company’s bottom line is part of that growth strategy. Actually, no, it’s not that simple!

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Return on Investment Contact Center ROI Measurement 52

Magellan Solutions

SEPTEMBER 10, 2019

You can hire a call center during the holidays or after advertising your product or service. If you want to keep it as a regular part of your business operations, signing a long-term deal with a call center is probably best. Advantages And Disadvantages Of Contact Center Outsourcing. Agent expertise.

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Call Center Call Center Solutions Contact Center Training 49

TechSee

APRIL 3, 2018

Technology-based customer retention solutions provide powerful platforms and fresh approaches, and most importantly, practical frameworks and processes to successfully engage with customers at scale. Churn refers to the percentage of customer attrition over a specific period of time. Customer churn formula.

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Customer Retention Technology Strategy Analytics 141

TechSee

DECEMBER 27, 2018

Manufacturers and retailers are testing AR solutions right now to solve the following challenges: Unboxing Despite of the growing availability of unboxing videos – YouTube reports an increase in product unboxing video views by 57% in one year – customers are still calling the contact center for assistance with device installation and operation.

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Retail Chatbots Consumers Video 84

TechSee

NOVEMBER 6, 2018

Augmented Reality remote assistance takes this concept further by using AR and streaming videos to link the contact center and headquarters to the customer’s home or the field where the work is being performed, enabling agents to remotely solve hardware issues – seamlessly bridging the physical and virtual worlds.

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Call Center Insurance Customer Satisfaction Video 104

Magellan Solutions

APRIL 24, 2021

Resources refers to both equipment and manpower. Small to medium healthcare call center companies experience this because of their small size. Most of the time, they cannot handle a large volume of calls because there is not enough resources to take it. Small to Medium Healthcare BPO Company. Risk Description.

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Healthcare Call Center Insurance Banking 52

TechSee

DECEMBER 4, 2018

In one case, it even acted as a fraud prevention mechanism, visually detecting a suspicious charge on a customer’s bill and referring the case to the fraud department. The Future. Vodafone’s leadership has identified the important role AI and AR play in improving the customer experience and offering more self-service opportunities.

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Innovation Self Service Telecommunications Customer Satisfaction 95

TechSee

JUNE 5, 2018

The chatbot gathers basic data about the customer and her needs, and then refers the customer to a live agent. This reliance on AI can be enhanced with co-browsing technology. For example, a customer chats in with a question regarding her recent bill. No additional questions are necessary.

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Trends Self Service Chatbots Technology 116

NobelBiz

MAY 22, 2023

According to Aberdeen Group , 90% of contact centers that switched to the cloud did so for financial flexibility. It can involve additional functionalities like call routing, call recording, voicemail, interactive voice response (IVR), and integration with other cloud-based applications.

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System Contact Center Call Center Communication 52

TechSee

FEBRUARY 5, 2018

The case was referred to the police and resolved to the customer’s satisfaction. 42% of their call center operations are driven by billing-related inquiries. These calls are complex, with much back-and-forth between the agent and the customer.

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Customer Service Call Center Fashion Contact Center 132

NobelBiz

JUNE 1, 2021

Your contact center serves as your company’s storefront. When you employ contact center as a service (CCaaS) software, you enable your call center employees to better their work and boost your bottom line by optimizing the client experience. What exactly is a CCaaS solution?

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Contact Center Multi-Channel Call Center Software 52